2.6 Tracking Support Incidents
The Incidents tab gives you a complete system for tracking support incidents.
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Specify contact details of each customer, products and categories, and then set up values to limit status codes, severity, and urgency attributes for an incident
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Raise a new ticket by clicking the Delta (Δ) symbol. Oracle Health Check Collections Manager displays the delta symbol only in the Collections and Browse tabs
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The Browse tab enables you to create a new ticket on individual checks
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The Collections tab enables you to create a single ticket for entire the collection
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Delta (Δ) symbol is color coded red, blue, and green based on the ticket status
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RED (No Incident ticket exists): Initiates the process to create a new incident ticket for the collection or individual checks
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BLUE (An open Incident ticket exists): Opens the incident ticket for editing
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GREEN (A closed Incident ticket exists): Opens the closed incident ticket for viewing
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Track the progress of the ticket in an update area of the ticket, or add attachments and links to the incident
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Use tags to classify incidents and use the resulting tag cloud in your reports
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Incident access and management happen only within your access control range
Note:
Incident Tracking feature is a basic stand-alone system and it is not designed for integration with other commercial enterprise-level trouble ticketing systems.
Incident Tracking Features
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Search options
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Track and analyze incident tickets
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Flexible and updateable incident status
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Robust reporting
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Link, Note, and File Attachments
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Flexible Access Control (reader, contributor, administrator model)
Parent topic: Analyzing Risks and Complying with Best Practices